Job Description

JD: Appian / PRIMS SME - Operations & Maintenance

(A Gov’t Contract position)

Qualifications:

· Looking for SMEs with experience, expertise, knowledge, skills, relevant certifications, and abilities to Operate and Maintain (O&M) an Appian -based Case Management Tool, the Present Responsibility and Integrity Management System (PRIMS).

· PRIMS is designed for the analysts to manage and work on cases referred for possible decision making.

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Period of Performance:  One (1) Base year, plus four (4) Option years

Place of Performance:  Hybrid; Gaithersburg, MD (Washington, DC metro)

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Tasks to be Performed:

· Perform operations and maintenance services on the PRIMS case management tool to maintain optimal functionality and useability.

· Services required include, but are not limited to, applying software updates and security patches, bug fixes, maintaining interoperability on common operating systems, managing account access (system admin.), preparation delivery of reports, etc.

· Responsible for continuous and secure operation of the case management tool.

· Use modern dashboard tools (e.g., Appian-native visualizations) for system and support status.

· Prepare and deliver bi-weekly reports, timely notification, and response to address unforeseen problems and routine maintenance to ensure continuity of operations.

· Prepare, schedule, and deliver an orientation briefing to initiate the communication process between the Government and contractor team by introducing the contractor personnel to the tool, introductions to Gov’t staff, explaining their roles, reviewing communication ground rules, and assuring a common understanding of task order requirements and objectives.

· Discuss any assumptions, concerns, and overview of the tasks.

· Review the Government-supplied technical documents on the tool.

· Develop and deliver a Knowledge Transition Plan (KTP) and schedule for from the incumbent contractor. At a minimum the plan should address:

o Information gathering process.

o Information distribution

o Risks identification and mitigation

o Staffing schedule

· Closely coordinate with the previous provider to ensure that there is a no service disruption to the tool and ensure continuity of operations.

· Schedule and organize bi-weekly and ad hoc meetings.

· Prepare and deliver meeting minutes, reports, agendas, PowerPoints, and other documents to support the information sharing of project status, outcomes, risks, success, and highlight key impacts to the tool.

· Meetings will include review of system maintenance and requests for user support. 

· Prepare and deliver Project Status Reports with the following details: Total Number of Processes, Processes with Errors, Number of Completed Processes, Process Models with <10% Completion, Last Sync Status by Record and Source Type, Cloud Metrics by Environment Type, Memory Used (%) by Environment Type, Average CPU Utilization (%) by Environment Type, Login Activity, and Defect Density.

· Gather information to document the systems operability.

· Prepare and deliver meetings minutes, agendas, bi-weekly, and ad hoc reports if an unforeseen issue takes place.

· Address user inquiries regarding operation of the system.

· Develop, update, and maintain detailed User Guide.

· Provide user support. Prepare and deliver a report documenting user problems provided on the first and fifteenth of every month.

· Prepare and deliver Training Materials, and provide trainings to System Administrators and End Users separately.

Mandatory Requirements:

· 3+ years of experience in tasks listed above.

· Bachelor’s Degree. 

· Certifications: All relevant Certifications.

· U.S. Citizenship / U.S. Permanent Residency.

· Security Clearance / Public Trust: Cleared / Clearable.

· Provide your physical address, phone number, and email in your resume ( Word format).

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